Steiner Music Ltd goes beyond the statutory requirement of 14 days and operates a 30-day return policy. Unfortunately, if 30 days have passed since your purchase, we will be unable to offer you a refund or exchange.

Nothing in this Returns and Refunds Policy shall affect your statutory rights in relation to faulty or wrongly described goods.  The law of the United Kingdom governs this Returns and Refunds Policy.

To be eligible for a return, the item must be unused, without signs of wear and tear, in a saleable condition and preferably in its original packaging with all labels still attached.   In cases where goods are returned for refund and they are found to be diminished in value through the action of the customer then we reserve the right to seek compensation.

Please note that rights of return are to be considered forfeited if the goods are ‘custom made’ to the customers own specifications. This also applies to goods we consider under the headings of ‘Consumables’ and ‘Hygienic’ such as brushes, swabs, and reeds. Gift cards are also non-returnable.

To initiate the cancellation of an order, or a return then please notify us by email ( and await our response.  Returns must be authorised by e-mail before you send them back to us. This is to ensure correct tracking of the goods and any refunds or replacements that may be given. In the case of returned goods, customers must bear the cost of the return including insurance and proof of delivery service. Depending on the circumstances we may not require the return before making a refund. This will be at our discretion.

Reasonable care must be taken in returning goods. Items should be well padded and wrapped. Failure to do that may result in damage to the item and we cannot be held responsible for that.

Once your return is received and inspected, we will send you an email to acknowledge that. We will also notify you of the approval or rejection of your refund. Refunds will be processed, and a credit automatically applied to your credit cared or original method of payment as soon as possible.

If you believe a refund to be missing or late then please contact your bank or credit card company. It often takes them a considerable time to process and post refunds to an account. If having done all of that without success, then please contact us by email (


Complaint Procedure

In the event of you wishing to make a complaint, then please e-mail our Customer Service department. ( We aim to make an initial response to complaints within two working days. We shall also keep you informed of the progress of the investigation of the complaint. Where consensus cannot be reached then we are committed to pursue solutions through a mediation process.